Trolls / haters policy

Trolls / haters policy is the development and implementation of a policy for responding to negativity in social media: classification (constructive criticism / emotional negativity / trolling / insults-violations / spam), rules and response tone for each type, hide/ban criteria (only for violations, not for criticism), reaction templates, escalation (what to pass to crisis management 504), moderator training. The work: classification, rules, tone, criteria, procedure. Honestly about 'we separate criticism from trolling', this is key and fundamental: constructive criticism and dissatisfaction with real problems CANNOT be banned or deleted as 'hate' — this amplifies negativity, looks like censorship and deprives you of feedback. A ban/hiding is only for real violations (insults, spam, incitement, threats), not for disagreement. Honestly about 'will not eliminate all negativity': the policy reduces toxicity, speeds up and orders the reaction, saves nerves, but negativity in the public space is inevitable — it cannot and need not be removed completely. Honestly about 'this is not the suppression of dissent': the goal is a healthy atmosphere and protection from destructiveness, not the cleansing of any negative opinion; suppressing criticism harms the brand. Honestly about 'the reaction depends on the essence': if there is a real problem behind the 'hate' — it must be solved, not banned (see crisis 504). Honestly about 'without inflating positivity': we do not mask negativity with fake comments. Honestly about 'the platform partly decides': moderation tools are limited by the platform's capabilities. Honestly about the effect: it provides a policy and procedure for working with trolls/haters (classification, tone, ban criteria for violations, escalation), reducing toxicity and ordering the reaction, but does not eliminate all negativity, does not ban constructive criticism and does not suppress dissent; real problems must be solved. Honestly about access: an understanding of the brand/values, access to moderation are needed. An important boundary: this is a trolls/haters policy (regular mode); an acute crisis — 504; community management — 502; sentiment monitoring — 506. The base price starts from 15,000 ₽ for developing a policy/procedure (+ training by agreement).

• Negativity/trolls in comments, no rules and response tone, chaotic moderation.
• The temptation to ban any criticism as 'hate' (censorship, amplifying negativity, losing feedback).
• A misconception that all negativity can be removed; masking problems with a ban instead of solving.
• Inflating positivity for 'clean' comments.

• Classifying negativity (criticism/emotions/trolling/violations/spam)
• Rules and response tone for each type
• Hide/ban criteria — only for violations, not for criticism
• Reaction templates, escalation to crisis management (504), moderator training
• An honest assessment: where negativity = a signal of a real problem (solve, not ban)
• Honest boundaries (we separate criticism from trolling; will not eliminate all negativity; not the suppression of dissent; without inflating positivity; the platform partly decides)
• Documentation and handover
• Review with you

• A policy and procedure for working with trolls/haters (classification, tone, criteria)
• Reduced toxicity and an ordered, fast reaction to negativity
• An honest assessment: where negativity is trolling and where it is a signal of a real problem
• Honest boundaries (does not remove all negativity; does not ban criticism; not the suppression of dissent)

• We classify negativity, set out rules/tone and ban criteria for violations
• We make templates and an escalation procedure, train moderators
• We honestly set boundaries (criticism ≠ a ban; not all negativity can be removed; solve problems) and hand over

• Will you make it so there is no negativity in the comments?

  Removing negativity completely is impossible and unnecessary, honestly: the policy reduces toxicity and orders the reaction, but negativity in the public space is inevitable. An attempt to cleanse all negativity (banning critics, inflating positivity) looks like censorship and amplifies grievances. We make the atmosphere healthy, not sterile.

• Can haters be banned so they do not spoil the picture?

  Only for violations, honestly: a ban/hiding is for insults, spam, incitement, threats, NOT for disagreement or criticism. Banning constructive criticism as 'hate' is censorship, it amplifies negativity and deprives you of feedback. We clearly separate trolling from real criticism.

• What if there is a real problem behind the hate?

  Then it must be solved, not banned, honestly: if negativity points to a real problem (product, service), hiding comments only masks it, and it will return. We will honestly note such signals and pass them into work/crisis management (504) rather than 'cleanse' inconvenient truth.